The EPIC Visor:
The EPICVisor provides real-time and historical performance analysis of the Contact Center. This capability enables the organization to maximize efficiency and optimize the level of service provided to customers and prospects. The EPICVisor includes the following features:
• Real-Time Supervising
• Historical Reports
• Wall Board Announcements
• Remote Supervision
Via WAN or VPN access real-time, historical reporting and management can be utilized by a remote individual or manager. This allows headquarters to gain real-time visibility into Contact Center activities anywhere in the organizations network.
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Real-Time Supervising
The EPICVisor provides an objective real-time overview of your Contact Center with features such as:
• Contact load analysis
• ANI and DNIS analysis
• Sliding window interval reports
• Trunk activities
• Distinguished ACD and non ACD calls
• Distinguished Outbound and Inbound calls
• Calls in queue statistics
• Wrap-Up Time information
• Threshold reports
Real-time reports can be saved as public (available to any Supervisor) or private (available only to the Supervisor who created the report).
Historical Reports
There are a variety of customized, implemented reports reflecting the activity and functionality of the Contact Center and agent. The system provides a large range of templates that can be sorted by different fields as well as an easy-to-operate program that enables you to define further templates. All reports can be viewed in graphic or table format and can be converted into a wide range of file formats.
They feature:
• Statistical Reports dating back one year
• Abandoned Call Reports with the caller ID information
• Email messaging of predefined reports
• Agent Activity Log
• Group and Super Group Performance Reports
• Wrap-Up Reports
• Agent Performance Reports
Wall Board Announcements
• Relays statistic information and predefined announcements
• Sends the same or different message to 16 separate wall boards simultaneously
• Sends a loop of predefined messages that can be augmented with pop-ups
• Can be integrated to existing reader/wall boards.
Networking
When the EPICVisor is connected to the WAN, private multi location EPICCenter network is actualized. This feature enables:
• The supervision and monitoring of different locations in the organization as a whole
• Central stations to receive real-time, historical and statistical information from the different Call Centers connected to the network
• Real-time monitoring and creation of aggregated reports of several remotes
• Remote support and maintenance
Remote Supervision
A supervisor can activate the station from a remote location, either through the WAN or the Internet. This feature enables the supervisor to work form home or from a different site in the organization. It also enables consultants to enter the system in order to monitor the organizations work.
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